Effective Date: 8/01/2008
At Osi Tobacco, customer satisfaction is important to us. Due to the nature of tobacco products, we maintain strict guidelines for returns and refunds to ensure product integrity and compliance with legal requirements.
1. Eligibility for Refunds
- Defective Products: Refunds or replacements are available if the product is damaged, defective, or incorrect upon delivery.
- Incorrect Orders: If you receive the wrong item, we will arrange for a replacement or refund.
- Non-Returnable Items: For health and safety reasons, opened or partially used tobacco products cannot be returned.
2. Refund Request Process
- Customers must notify us within 7 days of delivery to request a refund or replacement.
- Requests must include:
- Order number
- Description of the issue
- Photos of the product and packaging (if applicable)
3. Refund Method
- Approved refunds will be issued to the original payment method used at checkout.
- Refunds may take 5–10 business days to appear, depending on your bank or payment provider.
4. Shipping Costs
- Defective or Incorrect Items: Osi Tobacco will cover return shipping costs.
- Customer Preference Returns: If a return is accepted for reasons other than defect or error, shipping costs are non-refundable, and the customer is responsible for return shipping.
5. Exchanges
- Exchanges are only offered for defective or incorrect products.
- If the requested replacement item is unavailable, a refund will be issued instead.
6. Order Cancellations
- Orders may be canceled within 24 hours of purchase if they have not yet been processed or shipped.
- Once shipped, cancellations are not possible, and the refund policy applies.
7. Exceptions
- Age Verification Failure: Orders canceled due to failed age verification are non-refundable.
- Customs Restrictions: Osi Tobacco is not responsible for refunds on orders seized or restricted by customs authorities.
8. Contact Us
To request a refund or discuss your order, please contact:
Osi Tobacco
Email: inquiries@ositobacco.com
Phone: [Insert Contact Number]
Address: [Insert Business Address]